I imagined it could have been some type of optimization, but…
it just seems like bad design.
i can get behind appearing elements maybe in very specific, but this is a case of actually changing the apparent meaning of UI where i’m planning to click – and it’s changed at the last moment, when I would not expect the change to happen and don’t have time to react to such an off the wall behavior – and it actually modifies the state of the element (it closes the message/conversation), which of course notifies the customer that I efficiently (if unintentionally) ignored their question/comment/request.
maybe there could remain a ‘Are you sure you want to close this conversation?’ message for the first couple of times that someone goes to close the conversation, intentionally or otherwise?
or maybe i just need to tell my crew to turn off this feature.
i looked in the ‘product changes’ area and searched with the ‘Messages’ checkbox turned on an ‘Close’ or ‘Closed’ and no luck – so maybe this feature has been around forever.
interestingly, the Product Changes page/blog has a date link in the upper right that does not disappear to be replaced by a ‘Close’ button.